Premium Accounts Associate

As a Premium Accounts Manager, you will be part of an exclusive team that delivers high-level support to our Premium members. This is not a standard customer service role—our Premium team serves as both trusted advisors and dedicated account managers, ensuring a seamless, personalized, and exceptional member experience at every interaction.

Responsibilities

Provide high-touch, tailored support to Premium members primarily over phone, with additional interactions via chat and email when required; Manage complex and sensitive cases with ownership, accuracy, and a solutions-first mindset; Deliver a 5-star experience aligned with Premium standards, measured by CSAT, TPH, and QA excellence; Build long-term relationships with members by demonstrating in-depth product and process knowledge and anticipating their needs; Serve as a knowledge hub and mentor for colleagues, sharing expertise and guiding new joiners through best practices; Contribute to the continuous improvement of Premium processes by sharing feedback, identifying gaps, and helping shape workflows; Stay aligned with industry trends and member expectations to reinforce Premium as a supreme-class service offering; Work flexible shifts (including weekends and holidays) while maintaining top-level performance and professionalism.

Requirements

Min. 3 years of experience in premium support, account management, or client-facing roles where service excellence is/was a priority; Strong problem-solving skills with the ability to navigate complex cases and think beyond standard procedures; Exceptional communication skills (written and verbal) with near-native or native-level English; High attention to detail and ability to manage multiple tasks while maintaining top-class service standards; A proactive, empathetic, and professional attitude that represents our Premium brand promise; Proven ability to work collaboratively in a high-performance environment.

Nice to have

Background in FinTech, SaaS, or fast-paced technology companies; Experience with membership-based services or subscription models; Exposure to analytics or reporting, enabling insights into member behavior and engagement.

Benefits

Self & Family Health Insurance; Term & Life Insurance; OPD Benefits; Mental wellbeing through Plumm; Learning & Development Budget; WFH Setup allowance; Family & Friendly Leaves